help please

cash4me

In late march 2016 I decided to change electricity supplier from i-supply energy to Scottish power. I informed both companies with meter readings and left them to it.
On the 6th april I received an e mail from I supply asking for further readings plus pictures of the meter and its reference number ,which I supplied.Then on the 15th april they e mailed me to say there was an error on my account, but the balance has not been affected.
A snap shot of my account on 17/04/16 was £1641.99 in credit so I left it at that.
Before I went on holiday in june I checked my account and it was still the same so I phoned and asked them to repay me my credit, the chap said he would look into it as it still showed an error.whilst on holiday I got and e mail saying I supply were going to set up a new direct debit to recover outstanding money.
On returning to the uk I phoned I supply energy to ask what was going on because when I went on holiday I was £1641.99 in credit and on my return I was £4298.41 in debt.
The lady I spoke to told me not to worry they would not take and money from my account and the mistake was being looked into .she said it was because they had never received any meter readings !! my account has meter readings on it and I supply energy reduced my monthly payments of readings received not me.
I phoned twice more to complain and said I would like to take this matter further as they were affectively saying I had under paid by £5940.40 and this could not be possible as I live in a house not an industrial unit.
On the 20th September I got a reply saying they were looking into it, I checked my account which had now dropped to £2040.70 owing.
After more phone calls and e mails they have now written off part of the bill through “back billing” it currently stands at £910.47 they originally offered a compensation payment of £30 which has now been upped to £50 . they are keen for me not to go to the ombudsman.
Both myself and my wife are at our wits end with this matter it has caused us conciderable distress and myself sleepless nights.
I would be greatful for any advise

System

Pity your suppliers did nt have smart meters..problem solved

CashStrapped

It is also a pity I-supply do not even support smart meters. Hence, the problem would have remained unsolved in this instance.

From I-supply's own site:

"As a result of this lack of an industry-wide managed system for smart meters, it is unlikely that all of the services or functionality that you are currently receiving will continue to be available if you change electricity supplier. This means, for example, that if you currently do not provide your current supplier with regular meter readings (because these are automatically collected and sent by your smart meter) that you may have to start doing this. Therefore, it may be necessary to take a physical reading from your meter and submit this to the new supplier."

CashStrapped

Back to the OPs question.

1) Did you provide a accurate meter reading when you moved in?
2) What was the meter reading when you moved out?
3) Using the tariff you were on, calculate what your bill should have been yourself and see if it tallies with what you have paid.

Very simple,

If it turns out you did owe them money, and they have reduced the bill for you, count yourself lucky and pay the remaining balance.

If they still owe you money, then show them the calculations.

If you are not sure. Type the above information (meter readings and tariff rates) and we will help you calculate it. Also include the dates you took the meter readings.

System

I- supply are just quoting that if they receive a new customer who has a working smart meter it wont work smart just like nearly all other suppliers receiving new customers. I- Supply do support smart meters.. .I-Supply can, and will fit their own smart meters .They are obliged to do that.Hopefully the new customer will stay with them for years and years happily getting proper readings, exact bills with no distressing mess ups. People switch supplier because of some billing mess up which would never occur with the better meters.

footyguy

cash4me wrote: »

In late march 2016 I decided to change electricity supplier from i-supply energy to Scottish power. I informed both companies with meter readings and left them to it.
On the 6th april I received an e mail from I supply asking for further readings plus pictures of the meter and its reference number ,which I supplied.Then on the 15th april they e mailed me to say there was an error on my account, but the balance has not been affected.
A snap shot of my account on 17/04/16 was £1641.99 in credit so I left it at that.
Before I went on holiday in june I checked my account and it was still the same so I phoned and asked them to repay me my credit, the chap said he would look into it as it still showed an error.whilst on holiday I got and e mail saying I supply were going to set up a new direct debit to recover outstanding money.
On returning to the uk I phoned I supply energy to ask what was going on because when I went on holiday I was £1641.99 in credit and on my return I was £4298.41 in debt.
The lady I spoke to told me not to worry they would not take and money from my account and the mistake was being looked into .she said it was because they had never received any meter readings !! my account has meter readings on it and I supply energy reduced my monthly payments of readings received not me.
I phoned twice more to complain and said I would like to take this matter further as they were affectively saying I had under paid by £5940.40 and this could not be possible as I live in a house not an industrial unit.
On the 20th September I got a reply saying they were looking into it, I checked my account which had now dropped to £2040.70 owing.
After more phone calls and e mails they have now written off part of the bill through “back billing” it currently stands at £910.47 they originally offered a compensation payment of £30 which has now been upped to £50 . they are keen for me not to go to the ombudsman.
Both myself and my wife are at our wits end with this matter it has caused us conciderable distress and myself sleepless nights.
I would be greatful for any advise

Did the switch to Scottish Power go ahead? I presume so.

iSupply should have provided you with a final bill by now.
That will detail exactly what you owe/are owed and why. The iSupply bills are usually quite easy to understand.

Do you have that final bill? If so, please post a legible copy of it here if you are struggling to understand it and someone will explain it to you.
(Or take it to the CAB if you prefer)

If you don't have a final bill yet, have you raised a formal complaint yet in accordance with the suppliers complaint procedure?
I have no idea of the answer to that one as on the one hand you suggest the supplier is attempting to avoid you taking the matter to the ombudsman; they would not even have raised that possibility unless you have raised a complaint as they know the ombudsman wouldn't entertain it. If you have raised a complaint, then I'm sure the supplier would have supplied you the final bill well before the 8 weeks they are permitted, or given a clear explanation as to why they cannot.

Why has the supplier offered you goodwill payments, let alone invoked the back billing procedure from events that appear to only stem from March/April 2016??? :huh:
Not even sure how they can write off part of the bill, if they have not yet produced that final bill.

So I suppose they have produced that final bill, and you will be posting it shortly.
Looking forward to assisting you further at that time

Eric_Disley

Might be easier to go along to CAB than post bills on here, people are willing to help but it's often easier to do face-to-face with bills in front of you than try to second-guess things.